Nedbank...do they even know where the track is to go the extra mile???

Let me paint the picture...My Dad (85) is trying to close a paid up petrol card which was issued in my Mom's (deceased 15 years ago) name. Nedbank Vredenburg is insisting on documentation which is no longer available. My Mom's estate documentation was destroyed 5 years after finalization so THERE ARE NO ORGINAL DOCUMENTS AVAILABLE, Nedbank!!!!!!!!!!! My Dad is frail, nearly 100% deaf and struggles with his eyesight, yet, he goes to Vredenburg branch every month to try and sort this issue out. Needless to say, the staff in the branch keep putting him through the hoops with each visit. We have been advised by a lawyer to just walk away. We have tried to do the right thing but it would seem Nedbank is more interested in making life difficult for an honourable and long time client.